Improve efficiency and data quality by designing, implementing and configuring Salesforce and IT systems.• Salesforce Administrator o Developed Vehicle Management App that eliminated 90% of mileage on personal vehicles and increased usage of leased agency vehicles. o Developed Agency wide dashboards to track key metrics and drive improved performance. o Improved efficiency through Conga implementation by digitizing signatures and eliminating paper workflow for check requests. o Implemented objects, custom fields, approval processes to drive accountability and data tracking needs. o Managed Users Permission and Licenses for 3 Salesforce instances• IT Manager o Manage Partner agreements and purchases o Transitioned Payroll management system to Paylocity. o Reduced expenses moving services to inhouse and identifying licensing issues o Developed Intranet Site to improve employee communication

Lead a service team that supports 25,000 devices and hundreds of applications ensuring smooth operation of medical care on a 7x24 basis improving SLA’s, productivity and team performance.• Developed daily automated reports for SLA’s using excel• Utilized Tableau to analyze daily performance• Developed monthly KPI reports for teams and employee performance • Developed electronic customer accolade bulletin board using Yammer• Developed printer inventory process through excel and One Drive

• Implemented cloud-based inventory program and auditing process across account using Quickbase driving improved inventory accuracy• Expanded field offices incorporated Murfreesboro and Wilson County Locations without SLA disruption.• Exceed SLA Targets improving customer satisfaction and reducing backlog• Reduced incident backlog by 40% by implementing individual KPI performance reports • Implemented new onboarding program that reduced onboarding time by 50% and provides consistent performance to customers from new technicians.

Led continuous improvement by leading and providing strategic direction for a multinational technical support organization of 275 technical support specialists resolving 300K cases annually across a diverse product and solution set ranging from simple push buttons to complex industrial control and power systems. • Improved efficiency 10-15% annually while sustaining or growing customer satisfaction.• Reduced costs by transitioning 25% high cost US resources performing less technical tasks to lower cost Philippine resources. • Awarded best customer care center in 2018 for performance around self-help, knowledge management, revenue generation and employee engagement.• Doubled support services revenue by implementing a service sales lead program and providing paid technical support services through cloud and 7X24 IOT device monitoring. • Developed and implemented the technical support knowledge and self-help strategy that reduced assisted interactions 3-10% annually.• Implemented a knowledge management system and process generating over 90K articles and over 1K videos making it the highest driver of customers from google to the Schneider Electric US web site.• Improved employee engagement satisfaction scores annually by developing an employee engagement program with increased training, improved recognition, tool improvements and collaboration actions.• Increased customer satisfaction and improved responsiveness by implementing OMNI channel to meet customer demand for submitting interaction by multiple means including web, phone app, and chat.

Directed multiple teams to provide services and support for Energy Solutions and Buildings for the US and Canada, driving services 15-25% annual growth with a 41% gross margin.• Increased revenue by developing new service offerings including warranty management, on-site maintenance, 7x24 service and proactive real-time maintenance.• Developed software applications improving efficiency and repeatability for engineering services projects.• Grew and expanded training business to include on-site, instructor led and web-based training programs for power management solutions.• Led development of centralized customer care activities for the buildings system integration business to drive improved dispatching and revenue.

Managed multiple teams to provide services and support for Energy Solutions in US and Canada.• Developed support contract business, growing 10-20% annually with 90% renewal rate.• Provided technical support with the highest customer satisfaction to all power monitoring and relay customers.• Developed expert CRM expertise by migrating through multiple CRMs including in house, Vantive and Salesforce.• Implemented multiple 6 Sigma project to improve efficiency including improving lost call rate from double digits to less than 5%.• Provided instructor led and web-based training programs for power management solutions with 20% annual growth.• Developed “Killer Ap” software program with development 20% under budget and revenue 350% over forecast.• Improved IT support services by reducing ticket correction time, increasing reliability and implementing disaster recovery.